What Happened
A player from Canada says Razed shut their account after under a week of live blackjack and seized C$15,906, including a C$10,000 deposit, citing multiple accounts and advantage play. They deny both and say they had one account. Razed said the account was one of four or five in a card-counting group: when one account was flagged by the game provider, another appeared and did the same, and IPs, device IDs and the provider's report tied them together. The mediator accepted that.
How It Developed
- 2026-07-06Complaint opened; the player said their appeals to support had gone unanswered and they were going to the regulator.
- 2026-07-07The player confirmed playing live blackjack, probably on several tables at once, on one account only.
- 2026-07-15Razed described a cluster of linked accounts counting cards, flagged by the provider's detection systems, and offered the evidence by email.
- 2026-07-20After reviewing it, the mediator found the account linked to the others by shared IPs and device IDs, backed by the game provider, and rejected the complaint.
- 2026-07-24A stray automatic reminder to the casino was withdrawn and the case formally closed.
Rejected
The mediator accepted Razed's evidence of linked accounts counting cards, backed by the game provider; the C$15,906 balance, deposit included, stays seized.
What Has (and Hasn't) Helped
Nothing. Once a game provider reports card counting across linked accounts, Casino.guru treats it as settled. The deposit went with the winnings, which the player called unfair, but the mediator did not separate the two. The regulator route was left open.